Unacceptable Delay and Poor Communication in ***** Case – TymeBank

Item: GoTyme Bank | Formerly TymeBank
Rating: 1
Author: Nokuthula M

I am extremely disappointed with the way TymeBank has handled my ***** case. I logged the case on the 9th of April 2025, the same day the *****ulent activity occurred. Despite being told I would receive feedback within 5 business days, I have had no proactive communication from the bank whatsoever.

Instead, I’ve had to be the one calling in every day for updates, only to be met with conflicting information and no resolution. On top of that, the investigating officer contacted me last week and assured me I would have feedback by Tuesday, latest Wednesday morning (30th April). Today is 2nd May, and still no feedback.

The lack of urgency, the unreliable communication, and the poor level of customer service I’ve experienced throughout this process is truly shocking for a bank that claims to care about its customers.

I expect immediate action, proper feedback, and accountability. This delay is unacceptable and unprofessional.

Helpful (0)

Replies (2)

GoTyme Bank | Formerly TymeBank's replyOfficial

02 May 2025, 07:40

Hi Nokuthula,

We're sorry to hear that you haven't received any feedback, please accept our sincere apologies. We understand the importance of timely communication and regret any inconvenience this may have caused. In protection of your information, we will DM you for further information.

GoTyme Bank | Formerly TymeBank's reply02 May 2025, 07:40

Official

Nokuthula M's updateReviewer Update

02 May 2025, 07:54

This is absolutely unacceptable. I’ve had to call multiple times just to get updates, and now after all that, I receive a generic SMS telling me my ***** case has been declined—with no proper explanation. How can you say my personal information was compromised when I am the only one who had access to my account?

You keep escalating my case, yet nothing gets resolved. I’ve had to chase this non-stop while receiving poor communication and vague responses. As a customer, I feel completely dismissed and let down. This is not the service I expected from TymeBank.

I want a detailed explanation of how you reached this conclusion, and what steps were taken in your so-called investigation. And I want it in writing—not another SMS.

Nokuthula M's update02 May 2025, 07:54

Reviewer Update

I want a detailed explanation of how you reached this conclusion, and what steps were taken in your so-called investigation. And I want it in writing—not another SMS.